Operations Support System Engineer
On-siteGurugram, Haryana, India
Gurugram, Haryana, IndiaOn-siteFull TimeMedium
Full TimeMedium
Job Summary
Manage monitoring and customer support systems while implementing synergies with existing tools and developing automation for day-to-day work. Partner with operations managers and stakeholders to capture requirements into detailed BRDs, Epics, and User Stories, then architect scalable end-to-end solutions for executive sign-off. Own solution delivery from concept to production, including design, project management, QA testing, and release management across Linux and AWS environments. Deploy and maintain open-source observability stacks like Prometheus and Grafana, configure streaming telemetry and SNMP across network elements, and provide Level 3 troubleshooting for complex incidents. Build Salesforce Service Cloud solutions using Apex and LWC, administer Jira spaces and workflows, and create executive dashboards in Power BI to drive data-informed decision-making.
Required Qualifications
- 8–10+ Years of Experience
- Proven track record in IT, Telecommunications, or Cloud Systems Engineering within hybrid Business Systems Analysis, OSS/BSS, Salesforce, and Atlassian administration roles
- Demonstrated ability to work independently within distributed teams
- Active participation in Agile frameworks
- Management of multi-stakeholder engagements
- Salesforce or Atlassian certification
- Business Analysis & Agile certification
- Cloud & Analytics certification
- Telecom & Network Frameworks certification
- Expertise modelling 'As-Is' and 'To-Be' operational workflows
- Performing gap analysis
- Building specs using Lucidchart, Visio, Jira, and Confluence
- Hands-on experience constructing dashboards, JQL filters, gadget views, and KPI metrics in Power BI, Salesforce Reports, and Jira
- Hands-on experience with open-source monitoring and alerting tools including Prometheus, Grafana, Alerta (alerta.io), Alertmanager, OpenNMS, and Nagios
- Solid understanding of Network Management Systems (NMS), SNMP, MIBs, streaming telemetry, MPLS and AWS networking platforms
- Deep knowledge of Salesforce Service Cloud
- Deep knowledge of Flow Builder
- Deep knowledge of Data Loader
- Deep knowledge of AppExchange
- Deep knowledge of Omni-Channel
- Deep knowledge of security controls
- Practical experience with Apex
- Practical experience with Triggers
- Practical experience with Lightning Web Components (LWC)
- Practical experience with SOQL
- Practical experience with SOSL
- Practical experience with Data Cloud
- Practical experience with Agentforce 360
- Hands-on release management using DevOps Centre
- Hands-on release management using Change Sets
- Hands-on release management using GitHub-based CI/CD pipelines
- Advanced skills in native Jira Space administration
- Advanced skills in custom workflow/scheme design
- Advanced skills in Jira Automation rules
- Advanced skills in webhooks
- Advanced skills in advanced JQL
- Strong coding skills in Python
- Strong coding skills in Shell scripting
- Proficiency in Groovy
- Proficiency in JavaScript
- Proficiency in Node.js
- Proficiency in Vue
- Working knowledge of Perl
- Hands-on experience querying and managing PostgreSQL
- Hands-on experience querying and managing MongoDB
- Hands-on experience querying and managing MySQL
- Functional knowledge of AWS cloud services
- Functional knowledge of Linux sysadmin
- Functional knowledge of Infrastructure as Code (IaC) tools
- Advanced skills in native Jira Space administration
- Advanced skills in custom workflow/scheme design
- Advanced skills in Jira Automation rules
- Advanced skills in webhooks
- Advanced skills in advanced JQL
- Full-time office-based role
- Gurugram office location
- 24/7 on-call availability for emergencies
- 90-day notice period for resignation after the probation period
- Working exclusively for Extreme Infocom Pvt. Ltd.
Desired Qualifications
- Proven experience in designing, implementing and maintaining OSS tools
- Genuine interest in analysing measurable operations work activity
- Exploring opportunities to develop systemic automations
- Managing the design and implementation of the identified opportunities
- Hands-on experience with open-source monitoring and alerting tools including Prometheus, Grafana, Alerta (alerta.io), Alertmanager, OpenNMS, and Nagios
- Solid understanding of Network Management Systems (NMS), SNMP, MIBs, streaming telemetry, MPLS and AWS networking platforms
- Deep knowledge of Salesforce Service Cloud
- Deep knowledge of Flow Builder
- Deep knowledge of Data Loader
- Deep knowledge of AppExchange
- Deep knowledge of Omni-Channel
- Deep knowledge of security controls
- Practical experience with Apex
- Practical experience with Triggers
- Practical experience with Lightning Web Components (LWC)
- Practical experience with SOQL
- Practical experience with SOSL
- Practical experience with Data Cloud
- Practical experience with Agentforce 360
- Hands-on release management using DevOps Centre
- Hands-on release management using Change Sets
- Hands-on release management using GitHub-based CI/CD pipelines
- Advanced skills in native Jira Space administration
- Advanced skills in custom workflow/scheme design
- Advanced skills in Jira Automation rules
- Advanced skills in webhooks
- Advanced skills in advanced JQL
- Strong coding skills in Python
- Strong coding skills in Shell scripting
- Proficiency in Groovy
- Proficiency in JavaScript
- Proficiency in Node.js
- Proficiency in Vue
- Working knowledge of Perl
- Hands-on experience querying and managing PostgreSQL
- Hands-on experience querying and managing MongoDB
- Hands-on experience querying and managing MySQL
- Functional knowledge of AWS cloud services
- Functional knowledge of Linux sysadmin
- Functional knowledge of Infrastructure as Code (IaC) tools
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